WFM - Expert Communication Skills

  • Provides techniques for improving communications with agents, supervisors, and management about the WFM process
  • Conveys conflict management strategies for more effective interactions with all levels of call center professionals
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

This course teaches established techniques for improving your communication skills as a workforce management professional. You will learn how to confidently deliver information, educate others about the WFM process, interact with all levels of contact center professionals, and manage conflict when necessary.

The course WFM - Expert Communication Skills is also included in the bundle Call Center Staffing.

Who should take this?

  • New hires in the workforce management department
  • Workforce management professionals that want to improve their communication skills


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h 15 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Communications for Workforce Management Professionals

Interacting Effectively With Agents, Supervisors, and Management

Communications for Workforce Management Professionals

This unit will help you improve communication, build stronger relationships and educate others about the WFM process and its value to your organization. You’ll learn the principles of effective communication, what motivates different generations and acquire conflict management strategies to help you more effectively interact with all levels of contact center professionals. You’ll also learn about four types of communication styles, how to identify your style and ways to adjust your communication to those who tend toward a different style.

Upon completion of this unit, you will be able to:

  • Communicate the value and importance of WFM throughout the organization.
  • Outline the steps of the WFM process in easy-to-understand language.
  • Educate others about their role in the WFM process.
  • Identify communications styles and techniques to maximize interactions.
  • Execute conflict management strategies to improve WFM relationships with other groups.
  • 5 modules
  • 41 min

Included modules and learning aims:

  1. Introduction 04 min

    • Communicate the value and importance of WFM throughout the organization
    • Define the basic steps of the WFM process
    • Outline the content of the course that follows
  2. Communicating Adherence 10 min

    • Learn how adherence affects the call center operation
    • How to educate others about the supervisors’ role in the WFM process
  3. Adapting Your Communication Style 06 min

    • Learn the principles of effective communication
    • Learn to identify the three elements in face-to-face communication
  4. Generation Communication 11 min

    • Learn how to tailor your WFM message to the unique styles of four generations
    • What motivates the four generations
  5. Conflict Management Strategies 07 min

    • Learn the basics of conflict management
    • Meet strategies to improve relationships with frontline agents and supervisors

Mastery Certification: WFM - Expert Communication Skills

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

28 questions 28 min

Mastery Certification: WFM - Expert Communication Skills

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Pricing options for WFM - Expert Communication Skills

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for WFM - Expert Communication Skills below. If you apply for bulk pricing, please contact us to place your order.

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To purchase right now, please find our current pay-per-seat pricing below.

1 - 4
$49.00 per user
5 - 14
$41.65 per user
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15 - 29
$34.30 per user
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30 - 59
$29.40 per user
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60 - 99
$24.50 per user
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The WFM - Expert Communication Skills course is designed by call center experts to provide a practical and engaging learning experience. Start today.